Sales & Performance Management

• Set and monitor booking targets for the OOH team
• Ensure the team meets or exceeds monthly revenue and performance goals
• Conduct performance reviews bi-annually to assess team achievements and areas for improvement
• Implement and track strategic action plans to improve OOH performance

Leadership & Team Management:

• Supervise and lead the OOH team, ensuring adherence to performance expectations
• Monitor, evaluate, and provide feedback on team and individual consultant performance
• Conduct weekly and monthly performance reviews and provide continuous support
• Address HR and IR matters such as payroll approvals, leave requests, and disciplinary processes
• Conduct after-hours supervision by visiting the OOH team at least twice a month during night and weekend shifts

Stakeholder & Client Relationship Management:

• Build and maintain strong relationships with key stakeholders at client facilities
• Monitor facility revenue performance against agency budgets and booking requests
• Oversee and enhance booking processes through online portals (e.g., NIMS) and service calls
• Identify additional booking opportunities and staffing needs to maximise billings
• Ensure OOH team consultants adhere to established booking protocols and compliance requirements
• Conduct regular client visits, including after-hours visits (night and weekend), to ensure service quality and relationship management

Compliance & Process Adherence:

• Ensure the OOH team complies with statutory and industry regulations
• Monitor and maintain electronic data management, ensuring accurate use of the CRM system
• Propose and implement process improvements to enhance operational effectiveness
• Ensure incident management protocols are followed and escalated appropriately

Reporting & Operational Oversight:

• Submit weekly and monthly reports to the Operations Manager
• Attend relevant internal and external meetings as required
• Manage team resources efficiently, monitoring expenditures and operational costs
• Resolve internal and external complaints in a timely and professional manner

Recruitment, Training & Development:

• Assist with recruiting, onboarding, and training new OOH team members
• Develop training initiatives to enhance team efficiency and client service